Are all items in stock?
All items listed as in stock on our website are in stock in our warehouse. In rare instances where an item has been mistakenly marked as in stock (when it is not), we will reach out to the buyer and offer a replacement or a refund.
How do I know if the products on your website are authentic?
All items are new, in their original packaging, and never opened or used. We guarantee the authenticity of our products, as we purchase directly from the manufacturers or official distributors. We want to make sure that first-time buyers feel secure in their purchases.
Where do you ship?
We ship worldwide to any country available by USPS. We've shipped to over 90 countries so far!
Where do you ship from?
All of our items ship from our warehouse in East Rochester, NY. We do not drop-ship or use a 3rd party service for fulfillment.
What is your standard handling time?
We have a 2-3 business day handling time to give us some flexibility in case of high volume of orders. Most items will be shipped on the same/next business day.
Business days are Monday-Friday, excluding weekends and U.S. national holidays.
How much does shipping cost?
We use calculated shipping to allow customers from all over the world to enjoy our products at the best prices.
Rates are based on weight, destination and service. You can use USPS shipping calculator to get an estimate on shipping costs.
Please refer to our Shipping Policy for more detailed information.
How will my order be shipped?
There are a few options for carriers (USPS, UPS, etc.) and services (Standard, Express, etc.) for your selection. The system will present the options at checkout.
How long does it take to ship?
Delivery time is based on destination and service options. An estimated delivery time will be calculated at the time of service selection. Please take into account the possibility of delays due to weather and postal service delays.
Can I track my order?
Once your order has shipped, you will receive a confirmation email containing your tracking number(s). You can find your tracking information on the Track My Order link in the footer area of our website.
Who pays for customs and taxes?
Import duties, taxes, and charges aren't included in the item price or postage cost. These charges are the buyer's responsibility. Please check with your country's customs office to determine what these additional costs will be prior to buying.
Do you use drop ship?
We do not drop ship. We hold stock of all of our inventory and ship it ourselves.
I have a business and want to offer products to my customers. Can I use ToyShnip as a drop ship service? Can I get an inventory file with SKUs and photos for my website? Can I get bulk pricing discounts?
We only sell retail and not wholesale. We cannot guarantee inventory to be available at all times. We do not offer bulk pricing discounts. For these reasons, we prefer not to be used as a source for drop shipping.
How do you pack the items?
We take pride in how we pack our products. We ship everything in boxes, using bubble wrap and other protective materials to ensure that your product arrives in the best condition possible. Because we treat every item as a collectible, we never use envelopes to send our products to you.
What if my product arrives damaged?
We understand that sometimes products can get damaged during shipping. If this happens, please contact us immediately so we can initiate a claim with the shipping carrier for expensive items, or send a replacement or a refund (where applicable). If an item is damaged, please save all packaging materials and email photographs of the damaged package and its contents to: email@example.com
What is your return policy?
Please refer to our Returns & Refunds Policy for all the information you need to return a product for a refund or exchange.
Can I combine my items into one shipment?
Yes, we combine shipping. If you add items to the cart and pay for them together, it should combine the shipping. If you place two orders with the same name/address, we may combine them and ship together in one box. However, we will avoid doing this practice when shipping internationally if it exceeds the customs free cap.
An item I ordered is marked as delivered, but is not here. What do I do?
We see this issue often (it is very common with USPS and other postal services). In most cases, this issue resolves itself in a few days. The reasons we see that an item is shown as "delivered" when it has not actually arrived are:
- The postal service mistakenly marked an item as delivered when it is still in transit.
- Item was delivered to the wrong address and the recipient returns it for redelivery to the post office or delivers the item themselves (for example, a neighbor).
- Item was delivered but left in a place different from the place packages are regularly left (for example, a side door as compared to the front door).
- Item was delivered and brought in by another household member.
- Shipping address on the order was entered incorrectly by the customer.
If after a few days the item still hasn't shown up, please contact us at firstname.lastname@example.org.
Why can't I reach someone at the phone number provided?
Since we fulfill orders for customers all over the world in different time zones, we can't answer the phone all the time and that's why we use email as our primary method of contact. This gives us more flexibility in response time. Communication via e-mail allows us to research and deliver full and accurate responses.